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Customer Support Specialist

2 months ago

West Point, Pennsylvania, United States VALIDATION ASSOCIATES LLC Full time
Job Overview

At VALIDATION ASSOCIATES LLC, we are seeking a dedicated professional for the role of OneSource Service Support Associate. This position is pivotal in ensuring that our customers receive outstanding support and satisfaction through our OneSource Support Services.

This is a full-time remote opportunity.

Key Responsibilities:
  • Direct customers to the suitable internal experts for efficient escalation
  • Manage service requests effectively
  • Organize maintenance schedules and document activities in the CMMS
  • Relay program details to service providers
  • Oversee preventive maintenance and compliance initiatives
  • Conduct follow-ups on service incidents to ensure customer satisfaction
  • Input event specifics into the CMMS
  • Accurately and promptly complete follow-up transactions
  • Collaborate with the service delivery team to achieve objectives
  • Maintain training and compliance in relevant domains
Additional Duties:
  • Guarantee data integrity
  • Present outcomes to management
  • Act as a point of escalation within customer site teams
  • Share best practices and training opportunities with team members
Communication Skills:
  • Communicate effectively with technical personnel
  • Professionally discuss troubleshooting scenarios
  • Monitor and resolve open requests
  • Escalate issues when necessary
  • Follow up on customer inquiries and commitments
Qualifications:
  • Associate Degree with 2+ years of experience or High School Diploma with 4+ years of customer service experience
  • Proficient in Microsoft Office Suite
  • Strong verbal and written communication abilities
Preferred Qualifications:
  • Dedication to customer satisfaction
  • Ability to work collaboratively or independently
  • Familiarity with software tools
  • Exceptional analytical and Excel skills
  • Willingness to embrace technological advancements
  • Self-driven with robust follow-up capabilities

This job description does not limit management's right to assign or reassign duties and responsibilities as needed.